Pay attention or risk seeing your company hit hard in Facebook, Twitter posts
Ever emailed or called a company’s customer service department and got no response or a poor response to your comments? Did you instead post a rant on Twitter or Facebook until you got a response? You’re not alone – more and more customers are expecting brands to step up and respond to these posts.
According to a recent report by Gartner, by 2014, organizations that refuse to communicate with customers by social media will face the same level of wrath as those that ignore today’s basic demand that they respond to emails and phone calls. “The dissatisfaction stemming from failure to respond via social channels can lead to up to a 15 percent increase in churn rate for existing customers,” said Carol Rozwell, VP and analyst at Gartner.
The message is clear: You need to use social media not just as a marketing tool but as a systematic part of your customer service model.
Click on the link below for the full column from the Small Business Administration:
via How to Use Social Media to Do a Better Job of Customer Service | SBA.gov.
